Documentation

Forms

Intake forms collect structured feedback from visitors and automatically create tickets on the board they belong to. The form builder provides a visual interface with three synchronized panels for designing, previewing, and editing form fields.

Where forms live

A form belongs to the board it feeds. You find and build them at Communications → Tickets → (board) → Forms. That tab lists only the forms that create tickets on that board, with Add form, plus clone and delete on each row. Its heading reads Intake forms, with the line "Forms that create tickets on this board — a visitor fills one in, and the submission lands here as a ticket." The form your account was created with on each of its two starting boards is marked as that board's default: its delete action is greyed out with the tooltip Cannot delete the default form, so clone it if you need a variant.

The organisation-wide Automation → Forms page has been removed, along with its Board column and its multi-select bulk delete. Nothing forwards the old address. The form builder itself keeps its old address, so existing bookmarks and links still work; inside it a trail reads Board › Forms › form name, and the back arrow returns to that board's Forms tab.

Building forms needs the Forms right (Tickets.Forms, renamed from Automation.Form in this release). A colleague with only the Tickets right does not see the Forms tab at all — deliberately, because a form built without ticket access could never actually run. Launching an existing form into a live conversation from the inbox's Start button is a separate matter: that only checks that your organisation owns the add-on, not your own Forms right.

Form Builder Overview

The form builder provides a visual interface for creating and customizing feedback forms. Forms collect structured information from users and automatically create tickets in your helpdesk system.

Form Builder

Learn how to use the form builder interface to create and customize your forms with different input types, validation rules, and field configurations.

Form Configuration

Beyond individual field settings, forms have additional configuration options accessible through the Settings modal.

Form Name
string required
Display name for the form on the board's Forms tab and anywhere the form is picked from.
Associated Board
string required
The board this form files its submissions on. A form created on a board is attached to that board from the start, and this picker always has a board selected, so a new form can no longer end up without one. Forms left boardless by the removed organisation-wide list still exist; nothing lists them, and they are only reachable by their own direct link.
Screenshot Collection
boolean
Automatically captures and attaches screenshots with form submissions.
Recording Collection
boolean
Includes screen recordings with form data for detailed feedback.
Email Collection
boolean
Requires users to provide an email address for follow-up communications.

Connection to Boards and Tickets

Forms serve as the bridge between customer feedback collection and your ticket management system. When users submit forms, their responses automatically become structured tickets on the associated board.

How Forms Create Tickets

  1. Form Submission: A visitor fills the form in through your chat widget, or an agent fills it in from the dashboard — from the inbox's Start button or the board's Add ticket dialog
  2. Data Structure: Responses are captured as structured data with field types and validation
  3. Ticket Creation: A new ticket is automatically created on the linked board
  4. Workflow Processing: Tickets enter the board's workflow columns for team processing

Board Integration

Forms are directly connected to boards, which organize tickets into logical categories:

  • Board Types: Forms can be associated with Bug, Feature Request, or Custom boards
  • Column Workflow: Tickets from forms follow the board's defined processing stages
  • Public Roadmaps: A form filed on a Feature Request board produces tickets that can appear on a public roadmap
  • Data Consistency: Form structure ensures consistent data collection across submissions

Ticket Data Structure

Each form submission creates a ticket containing:

  • Structured Form Data: All field responses with proper typing and validation
  • Metadata: Screenshots, recordings, email addresses, and timestamps
  • Board Organization: Automatic placement in the appropriate board and column
  • Processing Workflow: Team assignment, status tracking, and resolution handling
Forms transform unstructured customer feedback into organized, actionable tickets that your team can efficiently process through defined workflows.

What you need to buy

Forms come with the Feedback boards & bug tracker add-on ($15/month), which grants Tickets, Board management and Forms together. The standalone Forms module no longer exists and cannot be bought separately, even though the add-on's own card still says only "Feedback boards & bug tracker" and does not mention forms.

Best Practices

Choose Appropriate Input Types

Match field types to the information you need - use single choice for categories, multiple choice for features, and numeric scales for satisfaction ratings.

Keep Forms Focused

Limit forms to essential questions only. Long forms have lower completion rates.

Use Clear Question Text

Write clear, specific questions that users understand immediately.

Configure Validation Wisely

Only mark fields as required when absolutely necessary for processing.

Test Form Preview

Always preview your form before publishing to ensure it looks and functions correctly.

Form deletion is permanent and there is no archive to fall back on — clone a form before deleting it if you want to keep a copy of its structure. The default form on each starting board cannot be deleted at all. Deleting a board also deletes the intake forms that feed it; the confirmation says how many, and warns that anyone using them in a widget stops being able to submit.